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High Ping Spikes Causing Disconnects

For the past month or so I have been noticing intermittent high ping occurring when playing games. This is most noticeable when playing Overwatch which disconnects me from games in progress but I also see latency warnings for PUBG, Apex Legends, and Black Ops 4.

I am wired to my Superhub (2ac) which is in router mode, and have followed all the steps on the Overwatch connection guide such as flush dns and disabling background programmes such as Google Drive, but still the issue returns.

Upon running WinMTR against an Overwatch server I am connected to I observed the following:

2019-06-16 15_47_08-Window.png

Performing a tracert to google.com at that time shows a similar issue, a latency of over 200ms.

Restarting the router seems to fix the issue for a time but then it comes back again. This makes playing a game like Overwatch impossible because of the penalties involved in disconnecting from ranked games.

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-0.58-0.53-1.14-0.82-0.44-0.41-0.38-0.23
RxMER (dB)35.7835.9735.7835.9736.8436.8436.3937.09
Pre RS Errors358894233342243919281867174332128850139638135047
Post RS Errors1140955425287618111259193981498195711566

 

I have just reset my error counters to see if they are increasing.

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID86898887
Frequency (Hz)53700000326000003940000046200000
Ranging StatusSuccessSuccessSuccessSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2422
Power Level (dBmV)45.2544.7545.2544.75
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts2001
T4 Timeouts0000

 

Thinkbroadband link: https://www.thinkbroadband.com/broadband/monitoring/quality/share/baf6b7d8781fd61a60baf9c6399682662f...

Seems fine at the moment, the red at the beginning is before I enabled ping on the hub. I expect a period of 200ms+ ping to crop up at some point.

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Re: High Ping Spikes Causing Disconnects

Just caught a series of lag spikes on ping test, I wasn't doing anything intensive with my connection at the time.

https://imgur.com/NtWYqQ8

 

My downstream now looks like this:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)139000000147000000155000000163000000171000000179000000187000000195000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID12345678
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)-0.26-0.25-1.02-0.47-0.20-0.17-0.16-0.04
RxMER (dB)35.7836.1735.9736.1736.8436.8436.6137.09
Pre RS Errors8495625926112302487238383727
Post RS Errors78946326700000

 

Are these errors above normal for within 40 minutes since I reset the stats?

Thinkbroadband looks like this now:

https://imgur.com/hR9XJLh

 

Running winMTR against blizzard servers for overwatch reproduces the issue in my original post:

https://imgur.com/nrEy80j

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Re: High Ping Spikes Causing Disconnects

EDIT: Doublepost

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Re: High Ping Spikes Causing Disconnects

Hi PromptEnable, 

 

Thank you for taking the time to get in touch.

 

Really sorry you're having problems with your broadband connection. 

 

You've mentioned rebooting your hub seems to resolve the issue for a short time, have you tried performing a pin hole factory reset on your hub?  If not please can you give it a go and let us know whether there are any improvements. 

 

Many thanks,

 

 

 

Hetty_R
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Re: High Ping Spikes Causing Disconnects

I did that and you can see that the problem is still there. Also what is up with the strange sawtooth look to my ping. It is rising over the course of an hour and then dropping back down again. This doesn't seem like expected behaviour.

https://imgur.com/R1D8MKL

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Re: High Ping Spikes Causing Disconnects

Hi PromptEnable, 

 

Thanks for getting back and confirming the details.

 

I've had a look at the backend of your account and the network segment, and it looks like there is an SNR issue coming into your property although this might be linked to problems in your area. 

 

I'd like to book a tech to have a look at this, and if it's not unique to you, then they can investigate the wider network.

 

I'll pop you a private message.

 

Thanks

 

Melissa 

 

 

 

 

 

 

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Re: High Ping Spikes Causing Disconnects

So the engineers have been and they did identify and resolve a couple of problems which actually helped my average connection speed. Unfortunately I am still seeing a bit of packet loss happening on my thinkbroadband ping monitor. I am also suffering from disconnections when playing Overwatch, although not as frequently.

The more I think about this the more it seems like a peak times issue. My disconnections are only happening during the evening after about 8pm, through to about midnight.

The ping monitoring also seems to back this up, with packet loss happening mostly on a Sunday.

So while the engineers have helped the situation, I don't think it has been fully resolved. What can be done about this?

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